"I would have absolutely no hesitation in recommending EMPAUA to anyone about to migrate to Salesforce MarketingCloud."

Anthony Lea, CRM Director

Treatwell
"I would have absolutely no hesitation in recommending EMPAUA to anyone about to migrate to Salesforce MarketingCloud."

Anthony Lea, CRM Director

Salesforce Cloud

Marketing Cloud

Industry

Health / Beauty

Project Outcome

Winning back dormant customers

About Company

Treatwell is the booking platform for beauty and wellness studios in Europe with over 25,000 spas, salons and studios integrated into its system across the continent. CEO, Lopo Champalimaud created Treatwell after he realised how fragmented the beauty service market was in Europe. Following this realisation he set out to bring down the barriers to researching and booking beauty across Europe. With over 500 employees, Treatwell has attracted much attention and investment as it increases its expansion in 11 countries across Europe, and counting.

Challenge

Treatwell had been working with another CRM software provider for 3 years and were getting the feeling that they were reaching the limits of the providers capabilities. With such accelerated growth across Europe, they concluded that a more flexible, scalable, robust system was needed, with greater capabilities to automate the complexities involved with expanding into new territories (languages, currencies, location code specifications etc).

Solution

EMPAUA worked alongside multiple internal Treatwell teams to integrate Salesforce Marketing Cloud within a 3 month timeframe. The set-up involved a relational data model which was then integrated from Treatwell’s backend. This allowed for automations to have the 2 databases completely in sync. EMPAUA then assisted in creating various email templates, developing complex AmpScript, which allowed highly personalised, targeted communications to be sent to customers based on their individual frequency, monetary and location behaviours. Lastly, EMPAUA designed and implemented new customer journeys to target customers based on their previous treatments in order to encourage them to re-book.

Results

The solution has enabled Treatwell to automate, identify and encourage their customer base to book more frequently, including winning-back ‘dormant’ customers. They’re able to analyse and segment their data using the Salesforce platform and are able to complete cross-channel communications more effectively within one product. This means improved customer behaviour insights allowing for better understanding of customer retention.

Salesforce Cloud

Marketing Cloud

Industry

Health / Beauty

Project Outcome

Winning back dormant customers

"From the moment we engaged with EMPAUA we found them to be open, driven and courageous - all of which are our own company values - and soon developed huge trust in them and their approach."

Anthony Rea - CRM Director @ treatwell

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